London, UK

Key Account Director

The Opportunity

The Customer Success team delivers a comprehensive customer centric program designed to surprise and delight our customers. At Featurespace, Customer Success are expected to manage customer expectations by being transparent and proactive and drive through opportunities for advocacy wherever possible.  While expanding the revenue investment of a customer is part of the role, this should result from working closely with customers and truly understanding their needs.

We are looking for top talent to join our growing team, someone with a standout personality, customer centric and high levels of integrity.  The customer success team has the ultimate responsibility to safeguard the relationships with our customers and ensure they are achieving the outcomes they want from Featurespace. This is a role which requires tight co-ordination and time management working with every team in the business to provide comprehensive services, products and solutions to a customer through our new pod structure.

Reporting to the Head of Customer Success, the successful candidate will be a senior hire and responsible for creating a strategic plan and leading a dedicated pod team of experts to execute it, resulting in the retention and growth of our biggest (Tier 1) customers. A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.

Day to Day

  • Full commercial responsibility (P&L) for existing Tier 1 customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions:
    • Understanding the customer’s business and overall strategy
    • Understanding account white space
    • Identifying new opportunities
    • Creating new proposals, work requests and SOWs
    • Forecasting to the business on pipeline and potential risk
  • Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
  • Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
  • Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
  • Work with Customer Success Director to conduct regular risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
  • Collaborating with the assigned pod team members, create and execute strategic account plans for assigned accounts – coordinate the pod team, including an assigned Customer Success Director, to deliver agreed targets and KPIs, and present the account plan annually to internal management to agree objectives, reviewing previous years’ achievement to help plan
  • Working with marketing, generate customer advocacy and contribute to customer events when required
  • Manage customer escalations and proactively identify future potential roadblocks to minimise risk
  • Effectively communicate the voice of the customer within Featurespace including to senior management and the delivery team
  • Act as a mentor to other team members with particular focus on the Customer Success Directors assigned to your accounts, and proactively contribute to business objectives


Indirect Customer additional responsibilities:

  • Work with marketing to facilitate the production of relevant, high impact materials and sales decks
  • Collaborate with the customer to create a go to market strategy
  • Support the customer with their Featurespace product sales efforts
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About you

  • Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
  • Extensive payments and banking industry knowledge
  • Bachelor’s degree (or equivalent) or significant relevant experience required
  • Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities – project co-ordination, time management, attention to detail
  • Adaptable to change and embracing of fast paced environments
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Coachability and willingness to support others
  • Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and/or possess extensive industry experience e.g. fraud, risk management, financial services
  • Experience mentoring/managing other team members
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required

Personal Qualities

The work is often challenging and fast paced. As such we are looking for someone who has the following:

  • Resilience in the face of change
  • Great organisational skills
  • Good common sense and a logical thinker
  • A passion to work for one of the fastest growing fraud prevention technologies in the world


And most importantly; a willingness to adapt to a variable role and a great can-do attitude.

As well as competitive salaries, we offer a range of benefits.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and one of the team will get back to you.

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Cambridge Science Park, Milton Road, Cambridge, CB4 0GF, United Kingdom.

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.

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